Helpdesk Staff to work with our Public Sector client based at Clarendon Dock, Belfast
ON YOUR CV PLEASE SHOW ......
Basic IT knowledge: Understanding of computer hardware, software applications, network basics, and operating systems.
Excellent communication skills: Ability to clearly explain technical concepts to non-technical users, actively listen to customer concerns, and provide helpful guidance.
Technical proficiency: Familiarity with ticketing systems and basic system administration tasks.
Details of Shifts Available
HELPDESK SHIFT TIME (Monday - Friday)
Shift 1, Monday - Friday
16:00-20:00, £12.86 per hour - £14.53 per hour
20:00 - 00:30. £16.72 per hour - £18.89 per hour
Shift 2, Monday - Friday
00:00-08:30, £16.72 per hour - £18.89 per hour
HELPDESK SHIFT TIME (Saturday & Sunday)
Shift 3, Saturday
08:00-16:30, £16.72 per hour - £18.89 per hour
Shift 4, Saturday
16:00-00:30, £16.72 per hour - £18.89 per hour
Shift 5, Sunday
00:00-08:30, £20.58 per hour - £23.24 per hour
DUTIES
· Receive and log customer support requests:
Answer
incoming calls, emails, and live chat inquiries regarding technical
issues.
·
Basic troubleshooting: Diagnose
common problems with computer hardware, software applications, network
connectivity, and user accounts.
·
Gather information: Ask
clarifying questions to accurately understand the nature of the customer's
problem and gather relevant details.
·
Document incidents: Log
customer issues in a ticketing system with accurate descriptions of the
problem, steps taken, and resolution.
·
Provide initial support solutions: Offer
readily available solutions like password resets, application troubleshooting
guides, and basic system configuration changes.
·
User account management: Assisting
with password resets, account unlocks, and basic user access
modifications.
·
Escalate complex issues: Identify
situations requiring further technical expertise and route them to second-line
support teams.
·
Knowledge base updates: Maintain
and contribute to the internal knowledge base with new troubleshooting
procedures and common solutions.
Required
Skills and Qualifications
·
Problem-solving skills: Logical
thinking and analytical abilities to identify the root cause of issues and
propose effective solutions. Ability to troubleshoot technical issues
using standard procedures and documentation
·
Basic IT knowledge: Understanding
of computer hardware, software applications, network basics, and operating
systems.
·
Excellent communication skills: Ability
to clearly explain technical concepts to non-technical users, actively listen
to customer concerns, and provide helpful guidance.
·
Technical proficiency: Familiarity
with ticketing systems and basic system administration tasks.
·
Customer service focus: Maintain
a professional and courteous demeanor when interacting with customers,
ensuring a positive support experience.
Applicants
must ensure their CV is accurate and up to date. The CV should include your
full employment history inclusive of dates, all academic achievements and full
personal contact details.
If you wish to
apply or would like more information, please email your CV in Microsoft word
format to
Apple
Recruitment Services is acting as an Employment Agency in relation to this vacancy.
Apple Recruitment Services is an Equal Opportunities Employer.